Vodacom Queries and Back office etiquette

I have been a loyal customer to Vodacom for a number of years, and over the course of this time have had a number of issues when it comes to investigating things such as purchasing data and not receiving, it is then sent to the back office to be investigated and that is where it ends. Even calling them on numerous times it is not resolved and this month is no different. I received my sms with the amount that would be taken off on the 1/10/2020 and as all normal people budgeted that amount, only then to discover almost double that has been taken off my account. When I call Vodacom it is again sent to the back office and will take 3 to 5 working days to resolve, how on this earth can an average person wait 3 to 5 days for double the amount being removed from your account to be returned. And to top that off they try and tell me I have order something, that even if I look back in my order history I have never ordered or requested. We are average middle class people who have budget especially this year, Vodacom have no empathy or have just become too big to care about their customers that keep them in business.